Job Summary: 

Under general supervision, the Customer Service Specialist II (CSS) serves as the primary liaison for addressing company/customer inquiries, product-related questions, and order status. Upholding the highest standard of professionalism, the CSS is committed to nurturing customer loyalty by consistently delivering service that surpasses expectations.

Job Expectations: 

• Engage directly with customers through various communication channels such as email, chat, and social media.
• Collaborate with warehouse and logistics partners to resolve inquiries and manage exceptions.
• Provide prompt responses to all customer inquiries.
• Gather and assess relevant information to effectively address inquiries and manage complaints.
• Successfully resolve customer complaints while maintaining professionalism.
• Manage customer accounts, ensuring accurate documentation of interactions and actions taken.
• Facilitate effective communication and coordination among internal departments.
• Initiate follow-ups on customer interactions for enhanced service.
• Process Return Merchandise Authorizations (RMAs) as required.
• Escalate customer concerns for timely and satisfactory resolution.

The duties and responsibilities described above may provide only a partial description of this position. This is not an exhaustive list of all aspects of the job. Other duties and responsibilities not outlined in this document may be added as necessary or desirable, with or without notice.

Knowledge, Skills and Abilities:

Required:

• Demonstrates a professional, positive, and customer-centric attitude.
• Strong interpersonal skills.
• Excellent verbal and written communication abilities.
• Effective listening skills.
• Proficient in problem analysis and innovative problem-solving.
• High level of attention to detail and accuracy.
• Familiarity with customer service principles and practices.
• Demonstrates adaptability and takes initiative.
• Maintains composure under stress.
• Willingness to work weekends when necessary.

Equipment Knowledge: 

• Experience with Google Business Suite (Gmail, Drive, Docs, Sheets, Forms) preferred
• Ability to type 40 WPM
• Zendesk
• Asana

Experience Requirements:

• Generally requires a minimum of two (2) years related experience, typically in a contact center environment.

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